Missing package

[fiery]

@celestialdragon

What happens in the situation where the courier delivers the package to the front door while the buyer is out, then a thief steals it.
It happens… so the buyer loses out? It could have happend in this case.

I’d like to know that as well.

Also, if a buyer falsely claims that the box is empty/wrong item, how can a seller protect themselves?

[celestialdragon]

@fiery

@celestialdragon

What happens in the situation where the courier delivers the package to the front door while the buyer is out, then a thief steals it.
It happens… so the buyer loses out? It could have happend in this case.

I’d like to know that as well.

Also, if a buyer falsely claims that the box is empty/wrong item, how can a seller protect themselves?

Not sure, but with expensive items, what i’d like to know is, if I record a video of me at the post office packing the card into a box and receiving a tracking number for it, will Ebay accept this as evidence if the buyer claims box is empty/wrong item?

[BugCatcherDave]

uh oh… over $750 and no signature =

In fact the buyer probably knows this rule and is taking advantage of it

[BugCatcherDave]

@celestialdragon

@fiery

I’d like to know that as well.

Also, if a buyer falsely claims that the box is empty/wrong item, how can a seller protect themselves?

Not sure, but with expensive items, what i’d like to know is, if I record a video of me at the post office packing the card into a box and receiving a tracking number for it, will Ebay accept this as evidence if the buyer claims box is empty/wrong item?

All videos do is drain your battery - will not be considered as evidence for either eBay or PayPal

[celestialdragon]

@jolo1990

@celestialdragon

What happens in the situation where the courier delivers the package to the front door while the buyer is out, then a thief steals it.
It happens… so the buyer loses out? It could have happend in this case.

The buyer said he was home all day.

Couriers drop stuff off at my house when I am at home and,
sometimes:
I do not notice the package is here until I walk outside.
Couriers place a pickup slip at the door without even knocking.
Couriers drop off ‘signature required’ packages without getting my signature.

And finally, 100% of the time here couriers do not check ID, so when I am out, my packages are handed to or signed for by other people at my house. I get the feeling some of my mail sent to buyers is stolen by housemates.

[jolo1990]

@fiery

@celestialdragon

What happens in the situation where the courier delivers the package to the front door while the buyer is out, then a thief steals it.
It happens… so the buyer loses out? It could have happend in this case.

I’d like to know that as well.

Also, if a buyer falsely claims that the box is empty/wrong item, how can a seller protect themselves?

I think next time I will just take pictures when I package the item, that way I have something as a backup just in case, which may help.

[jolo1990]

@thymeee

Most of the time if tracking says it is delivered you are set. If you sold it on ebay, they will side with you, but I dont know how other platforms fix this kind of stuff.

I have heard ebay tends to side with the buyer over the seller in most instances. Hopefully that isn’t the case with me!

[petiparty]

Ebay will not use videos as evidence if you are a seller unfortunately. Couple of things to note from my experience the last few years buying and selling for anyone who is not familiar with the dispute process:

As a seller - Under the cutoff $ amount (I believe it’s 800 but I may be wrong on that) as long as it shows delivered to the address they have listed you are in the clear generally. If it is over the threshold and you did not pay for signature confirmation you are going to have a bad time. ALSO if you do not ship to the address shown on either their paypal or Ebay account you will generally automatically lose the case even if you have screenshots as it is against the terms of service. Finally anything without tracking at all (even if only $20) you will automatically lose the case.

As a buyer - You generally have way more protection than sellers, especially with Ebay. Ebay usually gives the buyer the benefit of the doubt in the event of a dispute. If you are opening a claim open under damaged or not as described and you will most likely win the case. I don’t even fight these anymore, I just accept them and take it on the chin. Don’t abuse this as Ebay and Paypal can see how many cases you have opened and if there is a pattern of it consistently happening you’re gonna have a bad time.

Also if you as a seller make people pay friends and family instead of goods and service you run the risk of having your account locked and not being able to access any funds for 6 months. Furthermore, you also lose seller protection in the event of a chargeback by a buyer at their bank or credit card level because you violated the terms of service. The second you mention selling or shipping anything to them in the event of a dispute you’ll be in trouble. Fees and taxes suck, but if you’re going to be selling more than a few items you are way better off just taking goods and service payments.

Hope this helps!

[jolo1990]

@petiparty

Ebay will not use videos as evidence if you are a seller unfortunately. Couple of things to note from my experience the last few years buying and selling for anyone who is not familiar with the dispute process:

As a seller - Under the cutoff $ amount (I believe it’s 800 but I may be wrong on that) as long as it shows delivered to the address they have listed you are in the clear generally. If it is over the threshold and you did not pay for signature confirmation you are going to have a bad time. ALSO if you do not ship to the address shown on either their paypal or Ebay account you will generally automatically lose the case even if you have screenshots as it is against the terms of service. Finally anything without tracking at all (even if only $20) you will automatically lose the case.

As a buyer - You generally have way more protection than sellers, especially with Ebay. Ebay usually gives the buyer the benefit of the doubt in the event of a dispute. If you are opening a claim open under damaged or not as described and you will most likely win the case. I don’t even fight these anymore, I just accept them and take it on the chin. Don’t abuse this as Ebay and Paypal can see how many cases you have opened and if there is a pattern of it consistently happening you’re gonna have a bad time.

Also if you as a seller make people pay friends and family instead of goods and service you run the risk of having your account locked and not being able to access any funds for 6 months. Furthermore, you also lose seller protection in the event of a chargeback by a buyer at their bank or credit card level because you violated the terms of service. The second you mention selling or shipping anything to them in the event of a dispute you’ll be in trouble. Fees and taxes suck, but if you’re going to be selling more than a few items you are way better off just taking goods and service payments.

Hope this helps!

Thanks for the info! Unfortunately I did not pay extra for the signature confirmation(stupid I know, in hindsight) and it is >$800.
The address should tie to what they have on their account. I did call ebay seller support asap yesterday and they seem willing to help. They are now looking into it.

[pokepackcollector]

i think this had been asked already but did not see an answer. what 1st ed box did you sell?

[jolo1990]

@pokepackcollector

i think this had been asked already but did not see an answer. what 1st ed box did you sell?

Gym Heroes!

[jolo1990]

Any advice on partial refunds? Ways to negotiate?

[cardstockpile]

@jolo1990

Any advice on partial refunds? Ways to negotiate?

@jolo1990 , You should not have to partially refund the buyer - as far as we know the buyer has the box and is trying to get $ off. If the item says delivered you should be just fine. There have been a lot of great suggestions on here regarding contacting ebay and providing the tracking #. In the future include signature confirmation at delivery. I do this for orders over $250 others have different thresholds I’m sure. Another question I have is did you have this item fully insured?

[jolo1990]

@cardstockpile

@jolo1990

Any advice on partial refunds? Ways to negotiate?

@jolo1990 , You should not have to partially refund the buyer - as far as we know the buyer has the box and is trying to get $ off. If the item says delivered you should be just fine. There have been a lot of great suggestions on here regarding contacting ebay and providing the tracking #. In the future include signature confirmation at delivery. I do this for orders over $250 others have different thresholds I’m sure. Another question I have is did you have this item fully insured?

Yep I’ve called ebay a few times now and in the last call the high value claims rep told me unless I get proof from UPS the box was really delivered then I would most likely have to refund the buyer.

No it’s not insured. I’ve heard/read it’s not the most friendly service so I didn’t opt for it. Thoughts?

I’ve definitely learned a couple things throughout this process. Just unfortunate it is this expensive!

[gottaketchumall]

You should have 100% per eBay requirements added signature confirmation to qualify for seller protection. I know this doesn’t help now, but cannot be stressed enough to anyone reading this who may also be considering selling something for $750 and up on eBay or Paypal as both require it.

There really isn’t much advice to give at this point. All you can hope is that the buyer doesn’t open a case because I am pretty certain you will lose. I would say the worst thing to do now would be to give a partial refund outside of eBay because then they can pocket that and still get the full eBay refund. Even talking about a partial refund to any extent with the buyer could be seen as an admission of guilt and worsen your odds with a case escalating to eBay.

[jolo1990]

@gottaketchumall

You should have 100% per eBay requirements added signature confirmation to qualify for seller protection. I know this doesn’t help now, but cannot be stressed enough to anyone reading this who may also be considering selling something for $750 and up on eBay or Paypal as both require it.

There really isn’t much advice to give at this point. All you can hope is that the buyer doesn’t open a case because I am pretty certain you will lose. I would say the worst thing to do now would be to give a partial refund outside of eBay because then they can pocket that and still get the full eBay refund. Even talking about a partial refund to any extent with the buyer could be seen as an admission of guilt and worsen your odds with a case escalating to eBay.

Thanks for the info. Yea I totally goofed when I didn’t opt for the signature confirmation.

The reason I brought up the partial refund question is one of the suggestions brought up by ebay is to work with the buyer on a solution.

[cardstockpile]

@jolo1990

@cardstockpile

@jolo1990 , You should not have to partially refund the buyer - as far as we know the buyer has the box and is trying to get $ off. If the item says delivered you should be just fine. There have been a lot of great suggestions on here regarding contacting ebay and providing the tracking #. In the future include signature confirmation at delivery. I do this for orders over $250 others have different thresholds I’m sure. Another question I have is did you have this item fully insured?

Yep I’ve called ebay a few times now and in the last call the high value claims rep told me unless I get proof from UPS the box was really delivered then I would most likely have to refund the buyer.

No it’s not insured. I’ve heard/read it’s not the most friendly service so I didn’t opt for it. Thoughts?

I’ve definitely learned a couple things throughout this process. Just unfortunate it is this expensive!

@jolo1990,Yes very unfortunate and sorry this happened. In the future insurance may cost a little more but is worth it just for the piece of mind imo. Even with sig confirm if the package got drenched in water or got smashed in half you would be on the hook. On all orders over 250 I add insurance and sig confirm. Contact UPS and see if they can help you out dont give the buyer anything in the interim and like @gottaketchumall, said don’t admit or insinuate it is your fault.

[poken00b88]

Oh man this sucks. I don’t know if it’s the same in the US, but here in Canada they don’t even do signatures half the time even if you pay for it. Stupid covid/distancing. So many times the mailman just leave my package out there and doesn’t even ring the door.

I hope you find a solution.

[brendantheclayboy]

@poken00b88

Oh man this sucks. I don’t know if it’s the same in the US, but here in Canada they don’t even do signatures half the time even if you pay for it. Stupid covid/distancing. So many times the mailman just leave my package out there and doesn’t even ring the door.

I hope you find a solution.

Carriers, even with no contact, are supposed to at least confirm you see and grab it with a verbal acknowledgement. It is pathetic, but that’s their version of “signing” for it. Fedex for example, guy rang the door, waited for me, said I didn’t have to sign because of covid, but made me say my name and jotted it down on his scanner device. But many don’t do it…

My last PSA order, the most important thing you could possibly be expecting, as many on the forum can relate, was delivered by UPS. Guy just dropped it off and walked away before I answered. I caught a glimpse of his waiving hand after I opened the door but that doesn’t change the fact that he was leaving whether I was home or not. It is awful.

[jolo1990]

UPS is now asking me to fill out a Request for Claim Payment form. I take it this is kind of a good sign? Better than nothing?

Anyone has experience with this form/this part of the process?

Should I still wait to issue a refund to the buyer?

Thank you all:)

Joseph